Shipping Terms & Conditions

Free Shipping

• Woodstairs.com offers Free Shipping to the continental United States on orders totaling $1500.00 or more with shipping not to exceed 10% of the order total.  Customers will be required to pay the remainder for shipping rates greater than 10% of the order total.   Orders under $1650 are charged according to weight, location and size based on the appropriate shipping method.  If your shipping address is in one of the few non-direct locations we will contact you promptly to make special arrangements.
• Woodstairs.com will ship internationally to Mexico, Canada, the Mediterranean and the United Kingdom.  Call 011 888 390 7245 for a shipping quotation.
• Orders are shipped with FedEx or truck lines at Woodstairs.com’s discretion.  Orders with products over 8’ in length are shipped by truck lines. The average time in from when the product leaves our facilities to delivery is 3-5 days.   Woodstairs.com is not responsible for delays during transit.
• The freight company is responsible for the time in transit for expedited shipping. Woodstairs.com is not responsible for any guarantees made by third party shipping companies.
• Someone must be at the delivery site to accept truck deliveries.  Truck lines require the receiver to unload the order from the truck.  If you need assistance with getting the product off of the truck, please contact Woodstairs.com prior to shipping so that special arrangements can be made.

Shipping Damages and Defects

• It is Woodstairs.com objective to get you beautiful and undamaged balustrade components in a timely fashion. Unfortunately, accidents can happen during shipping.  In order to insure process as easy as possible for you to make a damaged goods claim, please follow these simple steps:
• Inspect all components and packaging before signing for receipt of shipment. If boxes are at all damaged, please notify the driver and make sure he/she documents it.
• Digitally photograph all damaged products and packaging.  Email these images to woodstairs.com within 72 hours of receipt of shipment. To insure receipt send only 2 picture attachments per email. Make sure you send both a close up and far away picture of each problem.
• A woodstairs.com customer service representative will then contact you within one business day of email receipt.
• Please remember to keep all packaging!

Returns

• For defective and/or wrong products call and email pictures within 72 hours of receipt of shipment. 
• Anything after this time frame will not be considered for exchange.  We will repair or replace damaged product at our discretion. 
• Most of our wood products are custom built for you and are therefore not returnable.  However, stock items in sellable condition may be returned for a 30% restocking fee plus freight charges at our sole discretion.
• Opened products that have been approved to be returned by woodstairs.com must be repackaged in such a way that it is not damaged during the return transit.
• A return authorization must first be requested from Woodstairs.com within 60 days from time of shipment. Returns without a return authorization will be refused delivery and returned to you.
• Credit will not be given to products returned after 60 days from time of original shipment.
• Woodstairs.com reserves the right to determine final credit given based upon the above criteria.

Cancellations

• No cancellations will be accepted after order has been acknowledged.
• All cancellations will be assessed a 15% credit card cancellation fee.

Payment

• Credit card will be charged at the time of order.
• Credits will be made to the credit card used to make the purchase. Your credit card number is not stored on our system.
• Woodstairs.com is not responsible for installation, installation delays, installation difficulties or injuries resulting from stair parts or tools, and will not compensate for any delays mentioned above.

Low Price Guarantee

• Our low price guarantee requires written proof of the availability of the identical product and will be verified as the identical as such and be available to the general public. Not valid on prices special pricing or pricing requiring a call-back or on pricing offered in e-mails that are not also advertised on public access web-sites, or otherwise available to the general public. Consolidator, group, incentive, and special discounted prices are excluded.
• Our Low Price Guarantee is valid for the product pricing only at the time of purchase. The amount by which woodstairs.com will beat a price may vary at the discretion of woodstairs.com. #1